SATISFACTION ANALYSIS ON THE PERFORMANCE OF F&B IMMERSIONISTS IN A NON-INDUSTRIALIZED SET-UP: THEORY DEVELOPMENT

Abstract

The research examines the performances of immersion students whose practice is conducted outside of an actual restaurant in which they are expected to gain experience. The student-immersionists are assessed according to the level of their skills and the satisfaction rate among those who have experienced the service, which is the teachers. Moreover, their performances will be based on the following learning competencies in Food and Beverage Services; Prepare dining room/restaurant area for service, Welcome guests and take food and beverage orders, Promote food and beverage products, Provide food and beverage services to guests, Provide room service, and Receive and handle guest concerns. The study is quantitative and uses a Likert scale questionnaire to rate the performances demonstrated by the student-immersionists. It was pilot tested on 15 respondents, and a Chronbach alpha was used to test its reliability. Data gathered by the researchers had undergone Collinearity Diagnostics Statistics and Multiple Regression Analysis to determine which independent variables are considered for theory development. Results showed that preparing the dining room/restaurant area for service and welcoming guests and taking food and beverage orders have satisfied the customers well even in a non-restaurant set-up.